topic Re: No internet in Broadband

No internet

Agnes1 — Fri, 14 Oct 2022 17:20:12 GMT

Hi I don't have internet since yesterday. I only have information's, to check in the next few days. That is a joke. My children need to do home work, they are in year 13 and year 11. They cant slow with their learning. I have lack of information what's happen and how it will be resolved.

Please help me asap.

that is not first time, I think is time to change broadband provider

Re: No internet

Gliwmaeden2 — Fri, 14 Oct 2022 18:45:15 GMT

@Agnes1, staff won't be back on here before Monday.

Chat should be available till 9pm tonight, if you have enough data to try to reach them.

Or phone 03451 720088 after 9am on Saturday.

Full details of opening hours are listed on this page, as well as a blue button link to Chat:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Re: No internet

Anonymous — Mon, 17 Oct 2022 05:52:52 GMT

Morning,

I'm sorry to hear this. Can I just confirm, what lights are currently on the router and also the Openreach modem please?

Thanks

Re: No internet

Agnes1 — Mon, 17 Oct 2022 08:14:29 GMT

yes is openereach modem, lights in it are all green on Openreach modem, but TalakTalk router is constant flashing ember light

Re: No internet

Anonymous — Mon, 17 Oct 2022 08:21:49 GMT

Hello,

Thanks for confirming. Can I just confirm, have you tried factory resetting the router and then re-setting it up again? Do you have a different router that you can test with please? If not then we can send a replacement router for testing purposes to rule this out.

Thanks

Re: No internet

Agnes1 — Mon, 17 Oct 2022 10:42:32 GMT

yes, we tried all resets, I was on life chat 2x on Friday and Saturday, follow all what was advised, but still nothing work.

I dont have another router

Re: No internet

Anonymous — Mon, 17 Oct 2022 10:51:31 GMT

Hi,

Ok, are you happy for us to send a replacement router? We would also send a router returns bag so that one of the routers can be returned.

Thanks

Re: No internet

Agnes1 — Mon, 17 Oct 2022 10:57:05 GMT

Yes please.

If it is ok with line, that might be just the router fault?

Re: No internet

Debbie-TalkTalk — Mon, 17 Oct 2022 11:12:59 GMT

Hi Agnes1

The replacement router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

Re: No internet

Agnes1 — Mon, 17 Oct 2022 11:31:43 GMT

Thank you

Re: No internet

Debbie-TalkTalk — Mon, 17 Oct 2022 11:32:37 GMT

Hi Agnes1

No problem. Please let us know how you get on.

Thanks

Debbie

Re: No internet

Agnes1 — Mon, 17 Oct 2022 11:49:30 GMT

Thank you Debbie,

I will let you know

Re: No internet

Agnes1 — Wed, 19 Oct 2022 17:33:25 GMT

Hi Debbie,

New router arrived, all working now.

Engineer rang today too and asked if all ok. He said we will have refund for each day without internet? Is that applying automatically, or shall I apply for it?

Re: No internet

Debbie-TalkTalk — Thu, 20 Oct 2022 05:26:31 GMT

Hi Agnes1

I'm so glad to hear this, thanks for letting us know.

This help page provides some further information on compensation About your auto compensation credit

I have also sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie